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Senior Support Specialist, Back-End Developer Support

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Shopify

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Location:
United Kingdom

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

In Support, our product is people. This includes our merchants, our partners, our team, and the success of the entire company we work for. We help people make money. As a Senior Support Specialist in Developer Support at Shopify, you play a critical role in empowering entrepreneurs globally, going beyond merely answering technical queries to create memorable experiences that add value to their businesses. By handling complex issues through our Support channels, you not only address immediate needs but also enhance merchant success with custom solutions, particularly for our enterprise-level clientele. You'll join a team dedicated to impactful efficiency and are well-versed in Shopify's technology ecosystem, utilizing tools like Zendesk and Slack to provide timely assistance. Working closely with various Shopify teams, including Core, Plus & Enterprise Support, and Merchant Success, you will deliver solutions and resolve issues related to merchants' and partners’ back-end technology stacks (think Shopify APIs, SDKs, Checkout Extensions, Headless).

Job Responsibility:

  • Work with merchants, partners and/or their developers to resolve issues with their back-end technology stack in relation to Shopify and Developer Support’s scope (e.g. Shopify APIs, SDKs, Checkout Extensions, Headless).
  • Help merchants customize their Online Store either through consultation or implementation.
  • Provide real-time support to internal stakeholder teams, including Plus & Enterprise Support Specialists and Merchant Success Managers, via Slack and other support tools.
  • Collaborate with internal engineering teams to fix bugs and enhance Shopify's product offerings.
  • Contribute to and enhance the Developer Support knowledge base, equipping Support Delivery teams to handle front-end technology queries effectively.
  • Maintain high standards of technical expertise and service quality in all support interactions and within team projects.
  • Actively engage and provide high-quality support to internal stakeholders, improving outcomes for merchants and partners.
  • Use expertise to influence internal decisions and develop strategic solutions, applying complex decision-making skills and advocating for merchant and partner needs.

Requirements:

  • Demonstrates exceptional reading, writing, typing, and communication skills, both internally and externally, with the ability to communicate complex web development topics clearly.
  • Exhibits strong adaptability and resilience, responding well to adversity and capable of adjusting to changing environments and challenges.
  • Highly curious, resourceful, and committed to continuous learning and understanding, with a keen interest in the experiences of merchants and partners.
  • Proficient in engaging and empathizing with others during extended interactions on supported channels, managing multiple concurrent text conversations effectively.
  • Excellent problem-solving, troubleshooting skills, and a methodical approach to addressing urgent issues, coupled with an openness to receiving feedback.
  • Proficient in API technologies including extensive experience with REST and GraphQL APIs, adept in utilizing API Clients like Postman or Insomnia, and well-versed in XML, JSON, and HTTP protocols.
  • Skilled in server-side development using languages such as Ruby, Python, PHP, or Node.js, with a solid understanding of object-oriented programming, MVC frameworks, and data architecture, complemented by the ability to operate version control systems like Git.
  • Competent in leveraging technical support tools such as Observe, SQL databases, and Chrome Developer Tools, capable of interpreting and executing development testing procedures, and experienced in managing complex codebases in collaborative environments.
  • Enthusiastic about improving team efficiency through the development of standards and tools, and actively engages in crafting maintainable code as part of a collaborative development team.

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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